PureEngage review by dutch Engineer
January 14, 2019

PureEngage review by dutch Engineer

Paul van Zoest | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Genesys PureEngage

Within our company, we currently use Genesys Engage for all contact center applications.
We currently use multiple solutions from Genesys next to the framework. Namely: SIP, E-services, GVP, Routing, WFM, GIR, Outbound etc.

Genesys is used by all departments that have contact with customers either by mail, chat, phone or web form.
We also use GIR for the recording of speech and WFM for workforce management.

We also use multiple applications for reporting.

Pros

  • Since Genesys is a complete solution with "building blocks" it's really flexible and can be used for almost all contact center uses. It has a wide application and everything needed can be added separately which is a big advantage.
  • You don't have to buy everything, just the components you need and add them to the current configuration.
  • Flexibility is the key within Genesys Engage. This makes it a really well working and customizable solution.

Cons

  • Since it's so flexible, everything you want and need has to be configured. This can take some time since you need a good business plan to know what you want to achieve.
  • A lot of time is needed for learning all the products! (expect ~2 years of training before you know the system well).
Since Genesys has solutions for all kinds of things, we only needed to support one system. Everything is now configured by Genesys and managed in one single location. This gives a lot of advantages engineering-wise since you don't need to have knowledge of multiple systems but "just" one (really big system :)).
  • AI/Live chat is always on the calendar.
  • Wider use of GIR for recording.
  • Implement Genesys WFM through all divisions of the company.
It's a good solution for big contact centers since it's so flexible. All kinds of solutions can be added which makes it a complete solution for your contact methods. Everything is configured/arranged in the configuration database so you only need one real tool to manage most of it.
Since all applications (with there settings) are also stored in the configuration database as objects, it's fairly easy to update/upgrade applications or servers where the applications run on.

Genesys Multicloud CX (discontinued) Feature Ratings

Agent dashboard
8
Validate callers
8
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
8
Interactive voice response
8
REST APIs
8
Call scripts
Not Rated
Call tracking
8
Multichannel integration
8
CRM software integration
8
Inbound call routing
8
Omnichannel inbound routing
8
Recording
6
Quality management
8
Call analytics
8
Historical reporting
8
Live reporting
8
Customer surveys
Not Rated
Customer interaction analytics
8

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